B&H, Gap, Bed Bath & Beyond, JackThreads, and Williams-Sonoma were the only five retailers to earn high marks in all of StellaService’s key metrics, responding to questions in wall posts and comments within 48 hours and not deleting any customer questions before 48 hours.

While retailers have enthusiastically embraced Facebook as a way to engage with consumers, many have yet to fully appreciate social media’s two-way nature when it comes to providing customer service. Retailers need to realize that two days in Facebook time is like two years in real-time. Consumers are used to real-time engagement with friends on Facebook, so it’s unnatural to spend days waiting for any kind of response.

Readers: Have your customer-service experiences with retailers or customers on Facebook mirrored the findings by StellaService?